醫院行政人員於COVID-19疫情期間支援發燒篩檢站之工作壓力探討──以某醫院為例

An Investigation into the work Pressure Experienced by Hospital Administrative Staff Working at a Fever Screening Station During the COVID-19 Pandemic

目的：探討參與發燒篩檢站行政人員的工作壓力來源與工作壓力程度。方法：研究對象為個案醫院於疫情間參與發燒篩檢站的行政人員。研究工具為無記名之問卷，分為基本資料、工作壓力來源與工作壓力程度三個部分。調查時間為109年3月23日至4月3日，共發出100份問卷，回收91份問卷，回收率達91％。結果：研究發現72.5％的人認為會增加原本工作的時間、45.1％的人同意會使原本的工作做不完、45.1％的人因為民眾不理性的態度而感到有壓力，75.8％的支援人員會擔心跟不上防疫政策更新的速度。平日有接觸病人的行政人員其壓力來源對於感染壓力與工作流程的壓力程度較平日無接觸病人者有顯著差異；調查也發現支援篩檢站的時數長短對於工作壓力並無顯著差異，但對於工作負荷和防疫成就感則有顯著差異。結論：防疫工作是長期抗戰，醫院管理者調派人員參與防疫工作時應提供足夠的防護裝備、即時的疫情訊息與醫院政策周知，主管應平衡業務與支援的工作負荷並給予支持和鼓勵，降低支援人員的工作壓力。

Purposes: The aim of this study was to explore the source and degree of work pressure among administrative staff working at a fever screening station. Methods: Administrative staff working at a fever screening station in a selected hospital during the COVID-19 pandemic were enrolled as the study subjects. The research tool used for the anonymous survey was a questionnaire consisting of the following three sections: basic information, source of work pressure, and degree of work pressure. The survey was conducted from March 23 to April 3, 2020, with a total of 100 questionnaires distributed, of which 91 were returned, giving a response rate of 91%. Results: Our study found that 72.5% of those surveyed believed that their duty at the fever screening station would increase their working hours; 45.1% agreed that this duty would render them unable to complete their original tasks; 45.1% felt pressured when dealing with unreasonable people; and 75.8% worried about not being able to keep up with epidemic prevention policy updates. In terms of fear of being infected and the degree of stress associated with workflow interruptions, the sources of pressure facing administrative staff who usually have contact with patients differed significantly from those who do not. The survey revealed that the number of working hours at the fever screening station had no significant impact on work pressure, but significantly affected the workload and sense of achievement in epidemic prevention. Conclusions: Epidemic prevention is a long-term battle in which hospital administrators need to provide adequate protective equipment and real-time updates about epidemic information and hospital policies when deploying personnel. Furthermore, hospital supervisors should keep a workload balance between operational and support tasks, as well as provide assistance and encouragement to reduce the work pressure of support staff.